Discovery Baby Farce

My wife sent an email to Discovery Vitality on the 4th of December with a letter with her EDD so she can register for the Discovery Baby Benefit. Kristen Pillay responded on 6 December (reference ***) saying an inquiry was logged and we can expect a welcome letter within the next 3 working days. Fast forward two months to 4 Feb 2015 - my wife emailed again following up on the welcome letter which never arrived in December. Only on 11 Feb did Louis Zondi from Vitality respond apologising for the delay in the welcome letter (reference ***) and saying my wife would get the letter within 1 working day. Fast forward again to 23 February and still no letter received!! My wife calls Discovery and is advised that YET ANOTHER inquiry must be logged and it will take a couple more working days!! She insists on speaking to a manager and gets YET ANOTHER reference number *** for a manager to call her. This is such shocking service from Discovery! Highly disappointed.